Calls dropping in vector

[seedale]

Calls are routed to call center via vectoring. Some of the calls are being dropped before they reach agent. We don't use moh, but the for some reason the creator of this vector has it in the steps. Is it possible the calls are dropping because it doesn't get the expected moh. The call center ques are 230 and 31. Thanks in advance!

Vector events reports shows

EVENTS REPORT

Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

90 Wait step music failed 31/6 3E 06/10/17:24 08/30/06:22 255
90 Wait step music failed 230/7 2DA8 06/10/17:33 08/29/09:17 255
90 Wait step music failed 230/9 296A 06/10/17:34 08/28/19:03 255
55 Coverage option ignored 30/5 2C9D 06/11/14:55 08/29/08:43 14
565 EWT call no working agts Split 30 394B 06/14/00:11 06/17/05:58 13
90 Wait step music failed 130/4 261 06/14/19:24 08/16/17:04 7
11 No announcement available 1/2 F18 07/31/14:58 08/27/13:18 6
90 Wait step music failed 131/4 1D67 08/10/00:00 08/10/00:01 3
11 No announcement available 22/2 1EEB 08/10/13:13 08/10/13:13 1
1 Drop: not queued at stop 22/10 1EEB 08/10/13:13 08/10/13:13 1

 

[wpetilli]

you need to post the entire vector, if you can.

 

[smokinjoe2938]

no need to yes callers are hanging up as they hear dead air and think the call disconnected, ran into this issue many times managing a major call center, fix the music on hold issue.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[seedale]

Here are they are. If not missing the music step, what other types of problems could be the culprit?

Number: 230 Name: Cust Rel_2
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing silence
02 # These calls routed from vector 30 after caller heard the main
03 # announcement that gave them the correct number for the water company.
04 goto step 19 if calls-queued in skill 30 pri l >= 10
05 queue-to skill 30 pri l
06 announcement 5142
07 wait-time 30 secs hearing music
08 announcement 5143
09 wait-time 30 secs hearing music
10 goto step 13 if interflow-qpos >= 5
11 goto step 7 if unconditionally
12 stop



CALL VECTOR
13 collect 1 digits after announcement 5144 for none
14 goto step 19 if digits = 1
15 wait-time 30 secs hearing music
16 announcement 5143
17 goto step 15 if unconditionally
18 stop
19 messaging skill 1 for extension 6010



Number: 31 Name: MetroCall
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01
02 goto step 10 if staffed-agents in skill 99 > 0
03 wait-time 0 secs hearing silence
04 queue-to skill 31 pri l
05 announcement 5142
06 wait-time 30 secs hearing music
07 announcement 5143
08 goto step 6 if unconditionally
09 stop
10 messaging skill 1 for extension 6024
11
12



CALL VECTOR

 

[seedale]

smokingjoe, I would think that, but the callers are calling back saying they heard a click sound before the call terminates. They aren't saying they hung up becasue of dead air. Some say it sounds like someone is picking up then they are cut off.

 

[smokinjoe2938]

Got ya good info, have you tried a display events? by default vector is selected, this should give more info to go on.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[smokinjoe2938]

sorry you did do a display events, also announcements not working from above trace, try call the annc extension and see if it plays

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[smokinjoe2938]

I know this is a long shot but look in system parameters features for vector disconnect timer, make sure their is no timer value set

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.